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Service Standards

Note: The Office is receiving an unprecedented number of disclosures of wrongdoing, reprisal complaints and general inquiries. As a result of increased submissions, delays in the analysis and investigation of files are expected.

We implemented service standards to provide greater transparency and certainty to our stakeholders, as well as to have an objective means of measuring our own performance. As each case is unique, it is difficult to set out a specific timeframe for how long the disclosure process takes.

For example, factors that affect the length of time the process can take include:

  • availability of documentation and key witnesses;
  • complexity of issues;
  • whether specific expertise or research is needed.

We are committed to reporting on the following service standards to achieve our results of dealing with public sector disclosures of wrongdoing and complaints of reprisal in a timely and effective manner.

Service Standards and Yearly Targets

Results

2023–24

2022–23

2021–22

Completing analysis to determine whether to investigate a disclosure of wrongdoing and responding - within 90 days in 80% of files received82%95%91%
Completing analysis to determine whether to investigate a reprisal complaint and responding - within 15 days in 100% of files received1100%100%100%
Completing investigations - within one year in 80% of files61%250%344%4
Responding to general inquiries - within one working day in 80% of requests80%96%91%

Notes:

  1. As required under subsection 19.4(1) of the Act.
  2. The impact of resource challenges was felt in 2023–24. Office staff worked tirelessly, often outside of regular working hours, to maintain the Office’s credibility and the trust of potential disclosers and complainants. Though the Office did not achieve the targeted 80% rate for investigations completed within one year in 2023–24, we have made progress compared to the result in 2022–23, and we continue to make concerted efforts in overcoming a backlog stemming from pandemic-related delays. We anticipate that these efforts will struggle against the continuing trend of the increasing number and complexity of submissions, stretching the Office beyond its capacity in 2024–25. Read the 2023–24 Annual Report for more details.
  3. Following the beginning of the COVID-19 pandemic, we have continued to launch investigations, but have seen substantial slowing in investigative work due to the pandemic’s impact on travel, availability of witnesses for in-person meetings and, in some cases, a lack of timely access to documents, as affected organizations continued to adjust to new ways of working. Many investigation files affected by these delays have exceeded the one-year service standard, but we expect to conclude them in 2023–24. We believe that as the federal work environment stabilizes, we will be able to once again meet that service standard. Read the 2022–23 Annual Report for more details.
  4. As the COVID-19 pandemic continues, the Office has not seen a substantial reduction or increase in protected disclosures and reprisal complaints received. We have successfully adjusted to working remotely, and this new paradigm has not impacted our ability to meet our service standards for the analysis phase, or for general inquiries. However, the new reality of telework and hybrid workplaces, coupled with ongoing uncertainty, has had an impact on our ability to carry out investigations in as timely a manner as usual. We continue to launch investigations, but have seen some slowing in investigative work due to the pandemic's impact on travel, availability of witnesses for in-person meetings, and in some cases a lack of timely access to documents, as affected organizations continue to adjust to new ways of working. Read the 2021–22 Annual Report for more details.
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